Disclaimer: The originalPDFversion and any subsequent addendums of the IFB released by theProcurement Official of this bid remain the official version. In theevent of any inconsistency betweenthe Bidder’s versions, articles, attachments, specifications or provisions which constitute the Contract,the official State version of the IFB in its entirety shall take precedence.

This Subcategory 6.1 IFB provides the State’s solicitation for best value solutions for hostedInteractiveVoiceResponse(IVR)andAutomaticCallDistributor(ACD)services. This IFBdescribes the CALNET 3 technical requirements necessary to support the CALNET 3 programrequirements.

This IFB will be awarded to Bidders that meet the award criteria as described in IFB Section 4.The CALNET 3 Contract(s) that result from the award of this IFB will be managed on a day-to-day basis by the CALNET 3 Contract Management and Oversight (CALNET 3 CMO).

6.1.1.1

BIDDER RESPONSE REQUIREMENTS

Throughout this IFB, Bidders are required to acknowledge acceptance of therequirements described herein by responding to one(1)of the following:

Example A (for requirementsthat require confirmation that the Bidder understands andaccepts the requirement):

All Technical Requirements specified in this IFB Section are Mandatory and must be

responded to as identified in IFB Section 3.4.2.5 by the Bidder. Additionally, someMandatory requirements are “Mandatory-Scorable” and are designated as “(M-S)”.The State will have the option of whether or not to include each item in the Contract,based on the best interest of the State. Furthermore, Customers will have the optionwhether or not to order services or features included in the Contract. Service Requestsfor some CALNET 3 services or features may require CALNET 3 CMO approval.

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Costs associated with services shall be included in the prices provided by the Bidderfor the individual items included in the Cost Worksheets. Items not listed in the CostWorksheets will not be billable by the Contractor. IfBidder providedunsolicited itemsincludefeatures described in the IFB and are not billable in the Cost Worksheets, thecost associated with the features shall not be included in the unsolicited price

unless itrepresents an unbundling of the mandatory service.

Services and features included inthe Cost Worksheets are those that the Biddermustprovide.All Bidders must provide individual prices as indicated inthe Cost Worksheets

in the Bidder’s Final Proposal. Items submitted with no price will be considered asoffered at no cost.

6.1.1.3

PACIFIC TIMEZONE

Unless specific otherwise, all times stated herein are times in the Pacific Time Zone.

6.1.2

NETWORK BASED CONTACTCENTER(NBCC)SERVICES

6.1.2.1

NBCC GENERALREQUIREMENTS

Contractorshall provide an NBCC solution that does notincludeCustomer premiseequipment.

The Contractor shall provide the necessary system components requiredfor the NBCC including but not limited to hardware and software. The systemcomponents shall be owned and maintained by the Contractor, and shall be locatedwithin the Contractor’s network.

Bidders shall describe their proposed NBCC solution, including original systemmanufacturer(s) and model(s) (even if rebranded in Bidder’s name), thecompany that is physically hosting the NBCC, and the level of systemintegration, e.g., using the same manufacturer hardware and software platformwith a single administrative database for all components, same manufacturerbut separate platforms or products with separate administrative databases evenif a single administrative interface, or separate manufacturers of major systemcomponents.

Bidders shall provide architecture component and network drawings for theNBCC solution proposed for CALNET 3 that shall include but not necessarily belimited to the following:

The NBCC shall include Automatic Call Distributor (ACD) as described inSection6.1.2.3

and Interactive Voice Response (IVR) and described inSection6.1.2.4.

Bidder shall describe how it will include ACD and IVR in its offering.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.1.5

Virtual Contact Center Support

The NBCC shall allow for a virtual contact center that supports agentsdistributed throughout California, including single site, multiple site,

andenterprise wide contact centers.

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Bidder shall describe how its offering includes virtual contact centerfunctionality.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.1.6

Intelligent Call Routing

The NBCC shall intelligently route calls to agents associated with a virtualgroup according to Customer defined business rules including dialednumber,calling number,time of day, caller location,

agent skill set,

andcaller entered data.

Bidder shalldescribe its intelligent call routing.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.1.7

NetworkQueuing

The NBCC shall place callers in a network queue if no agent is available.The NBCC solution shall support multiple communication methodologies(channels) including voice, web, email, FAX and chat.

Bidder shall describe its network queuing functionality.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

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6.1.2.1.8

ACD

and IVRIntegration

When a Customer orders any of the services inthisSection6.1.2,

thoseservices shall be integrated with the NBCC. These services shall include:

1.

Automatic Call Distributor (ACD) functionality as described in Section6.1.2.3; and,

2.

Interactive Voice Response (IVR) functionality as described in Section6.1.2.4.

Bidder shall describe the ACD and IVR integration in its offering.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.2

NETWORK BASED CONTACT CENTER GENERALFEATURES

In addition to the basic NBCC functionalityrequirementsdescribed above, the NBCCshall include the followingfeatures.

6.1.2.2.1

NBCC Web Call Back

The NBCC shall provide a web call back capability that allows a caller torequest a call back by filling out a form on theCustomer website. The callback algorithm shallbe based upon the availability of a contact centeragent. The call back request shall be automatically distributed to the mostappropriate agent based upon the availability of an agent

and Customerspecified

criteria.

Bidder shall describe itsNBCCWeb Call Back capability.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

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6.1.2.2.2

NBCC Call-Through Capability

The NBCC shall allowweb users with microphones and speakersbrowsingaCustomerwebsite the ability to call

through (e.g. “click to talk”) andsimultaneously have a voice conversation with a contact center agent.

Bidder shall describe itsNBCCCall-Through capability.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.2.3

NBCC Real Time Text Chat

Capability

The NBCC shall allow the contact center agents to engage in real time textchat with callers directed from their website. The text chat shall provide thefollowing minimum capabilities:

The NBCC shall provide collaborative browsing capability. This allows bi-directional sharing of web pages between the contact center agent and thecaller. It shall enable a caller to request a co-browse session with a contactcenter agent. The agent shallhave the capability to highlight text and scrollthe browser screen to a specific section of a web page. The agent shallhave the capability to push a web page to the caller and vice-versa. TheContractor shall allow the capability for an agent to transfer

control of acollaborative browsing session to another agent and log all collaborativeinteractions between the agent and caller.

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Bidder shall describe its NBCC Collaborative Browsing capability.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.2.6

NBCC Email Response Management (ERM)

Capability

The NBCC shall provide an email response management (ERM) that shallassign a tracking ID to each email and route email communications fromthe public to the Agent

based on theCustomer specified business rules.The ERM shall provide the following minimum capabilities:

1.

Auto response

2.

Automatic acknowledgement

3.

Email classification and prioritization

4.

Email routing based upon business rules

5.

Filtering capability

6.

Contentanalysis and knowledge base for suggested and personalizedresponses

7.

Management reports

8.

Multiple language support (English and Spanish)

9.

Real time exception reports

Bidder shall describe its NBCC Email Response Managementcapability.

Bidder understands the

Requirement and shall meet or exceed it?Yes

No_____

Description:

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6.1.2.2.7

NBCC Workforce Management (WFM) System

The NBCC shall provide a workforce management (WFM) system thatautomates forecasting and scheduling calculations based upon real timeand

historical contact center data. The WFM system shall enableCustomers to effectively schedule resources, accurately forecast callvolumes and analyze/review performance statistics for single or multiplesites and blended applications. The WFM system shall

The Contractor shall provide the capability for a network call queue (a single queue ormultiple queues according toCustomer needs) to manage theintelligentrouting anddistribution of contacts fromall of the Bidder’s offered NBCC

multimedia channelssuch as voice, email, FAX and aCustomer website.

The intelligent routing and distribution of contacts shall be determined according to thereal time

operating status of theCustomer’s contact center and theirspecified

business rules. TheCustomer business rules can be based upon parameters such asmedia type, real time status of the contact center, call profile, call content and agentskills.

Biddershall describe itsNBACDoffering.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.3.1

NBCC Interoperability

The NBACD shall interoperate withall of the Customer’s NBCCcontact centercommunication channelssuch as their Internet website, email, voice and FAX.

Bidder shall describe its NBCC interoperability feature.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.3.2

Queue Status

TheNBACD shall provide thecapability to inform the caller of the queue statusincluding the caller’s estimated wait time in queue when a queue threshold exceeds aCustomerspecified

threshold. This

can also include an option for announcing thecaller’s expected wait time prior to entering the queue. The Contractor shall provideCustomers with the ability to change recorded announcements.

Bidder shall describe its queue status feature.

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Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.3.3

Music On Hold

TheNBACD shall provide the capability to transmit and deliver music on hold (orrecordings) to the originating caller. The music on hold source can be Contractor orCustomer provided according to Customer needs.

Bidder shall describe its music on hold functionality.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.3.4

Service Observation

TheNBACD shall support service observation. Service observation providesCustomerauthorized personnel withthe capability to monitor theNBACD agents and agentgroups for call quality. Service observation shall provide options for silent monitoringand three-way audio conferencing. Service observation shall be made available formonitoring both local and remote

agents and support local and remote observers.Service observation shall be secure and available only to authorizedCustomerdesignated individuals.

This shall include an annual report with monthly summaries and totals for allcategories ofNBACD management information for all data elements that can betotaled. The reports shall be available on demand or on a scheduled basis.

Bidder

shall describe itsNBACDmanagementfeature.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.3.6

NBACDMonitoring andReporting Requirements

TheNBACD shall provide historicalreportsand real timestatisticswith aunified view of all the communication channel activity and performancewithin the contact center across a single site, multiple sites (if applicable)and enterprise wide at a given time. This shall include, but is not limited to,reporting on the queue,

TheNBACD shall provide half hourly, hourly, daily, weekly,monthly, quarterly, annual (FiscalYear or Calendar Yearaccording to Customer needs) and ad hoc historical reports.This shall include an annual report with monthly summariesand totals for all categories ofNBACD managementinformation for all data elements that can be totaled. Thereports shall be available on demand or on a scheduled basis.

shall include the identificationof agents, number of calls handled by an agent, the totaltimefor handling calls, average time spent on a call, themaximum time spent on a call and the minimum time spenton a call;

3.

All queue activity–

shall include the number of callsoffered to anNBACD queue, how many of the offered callswere answered and how many of the offered calls wereabandoned by the caller;

4.

Handled calls in queue–

shall include the number of callshandled by a queue, the average caller wait time beforecall was answered and the maximum time callers waitedfor their call to be answered;

5.

Abandoned call summary–

shall include the number ofcalls

abandoned when unanswered by a queue, theaverage wait time for a call to be abandoned and thelongest time a caller waited before abandoning the call;

6.

Abandoned calls–

shall include the time a call was offeredto a queue and the duration of the call before it wasabandoned;

7.

Agent call details–

shall include the calls that an agent hashandled, the identification of the agent, the queues

theagent was logged into, the start/end times of the callhandled by the agent and the details of the caller;

8.

Agent group activity–

shall include report details by agentgroup; and,

9.

Dialed number activity–

shall include report details by theprimarylisted directorynumber dialed by the caller.

Allows an agent to transfer a call to any ten(10)digitphone number not serviced bythe NBCC, to remain on the line after thetransfer until the agent disconnects, andfor the caller to remain connected with thetransferred party after the agentdisconnects.

Bidder’s Description:

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The Contractor may offer additional UnsolicitedNBACD agent packagefeatures in Table6.1.2.3.7.1.b.

Table6.1.2.3.7.1.b Unsolicited NBACD Agent Package Features

Feature Name

Feature Description

Bidder’sProductIdentifier

1

Bidder’s Product Description:

2

Bidder’s Product Description:

3

Bidder’s Product Description:

6.1.2.3.7.2

NBACD Basic Supervisor’s Package

The Basic Supervisor’s Package shall include all of thefeatures from the Basic Agent’s Package as well as thefollowing features:

1.

Call Agent-

Allows supervisor to directly call an agent bypressing a single key and includes the ability to interruptan active call;

2.

Observe Agent–

Allows supervisor to listen toconversation between the agent and the caller

asdescribed in Section6.1.2.3.4;

3.

Supervisor AnswerAgent–

Allows supervisor to answerCall Supervisor calls from an agent by pressing a key;

4.

Answer Emergency-

Allows supervisor to answeremergency calls on an “Emergency” key when an agent's“Emergency” key is pressed;

TheNBIVR solution shall support the hosting of dedicated WAS(s) in theContractor’s network. The Contractor shall offer the hardware required forthe WAS(s), or as an option, support the hosting of Customer provideddedicated WAS hardware. The Contractor shall offer shared hosting,including hardware, of the WAS(s).

Bidder shall describe its WAS Hosting offering.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

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6.1.2.4.6

NBIVR Applications

The Contractor shall offer

customizable

packaged

NBIVR applications thatcan be modified by the Customer without the need for custom applicationdevelopment.

NBIVRplatformshallsupport applications developedwith

any VoiceXML2.1 compliant tools.

Bidder

shall describe itscustomizableNBIVR applications.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.4.7

IVR Summary Reporting

The Contractor shall provide summaryreporting that provides informationon the caller, average call duration, caller opt out (transfer) and dispositionof the calls within the IVR application on a daily, weekly and monthly basis.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

6.1.2.4.8

IVR Commercial Reports

Contractor shall provide any IVR reports that are available with itscommercial offerings.

Bidder understands the Requirement and shall meet or exceed it?Yes

No_____

Description:

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Contractor shall offer theNBIVR services and features detailed in Table6.1.2.4.a.

Usage charge associated with the IVRplatform with speech recognition input.

Bidder’s Description:

The Contractor may offer additional unsolicitedNBIVR services andfeatures in Table6.1.2.4.b.

Table6.1.2.4.b UnsolicitedNBIVR Services and Features

Feature Name

Feature Description

Bidder’sProductIdentifier

1

Bidder’s Product Description:

2

Bidder’s Product Description:

3

Bidder’s Product Description:

6.1.3

SERVICE LEVEL AGREEMENTS (SLA)

The Contractor shall provide Service Level Agreements (SLAs) as defined below. The intent ofthis section is to provide Customers, CALNET 3 CMO and the Contractor with requirements thatdefine and assist in the management of the SLAs. This section includes

The Contractor shall adhere to the following format and include the content asdescribed below for each Technical SLA added by the Contractor throughout the Termof the Contract:

1.

SLA Name-

Each SLA Name must be unique;

1.

Definition-

Describes what performance metric will be measured;

2.

Measurements Process-

Provides instructions how theContractor willcontinuously monitor and measure SLA performance to ensure compliance. TheContractor shall provide details describing how and what will be measured. Detailsshall include source of data and define the points of measurement within thesystem, application, or network;

3.

Service(s)-

All applicable Categories or Subcategories will be listed in each SLA;

4.

Objective(s)–

Defines the SLA performance goal/parameters; and,

5.

Rights and Remedies

a.

Per Occurrence: Rights and remedies are paid on a per event

basis during thebill cycle; and,

b.

Monthly Aggregated Measurements:

Rights and remedies are paid once duringthe bill cycle based on an aggregate of events over a defined period of time.

The Contractor shall proactively apply an invoice credit or refund when an SLAobjective is not met. CALNET SLA Rights and Remedies do not require the Customerto submit a request for credit or refund.

the technical requirements for eachservice. These requirements are the minimum parameters eachBidder must meet inorder to qualify for Contract award. Upon Contract award the committed technicalrequirements will be maintained throughout the remainder of the Contract.

Committed SLA objectives are minimum parameters which the Contractor shall be

held accountable for all rights and remedies throughout Contract Term.

There are two (2) methods in which CALNET 3 service failures or quality of serviceissues may be reported and Contractor trouble tickets opened: Customer reported orContractor reported.

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The first method of outage reporting results from a Customer reporting service troubleto the Contractor’s Customer Service Center via phone call or opening of a troubleticket using the on-line Trouble Ticket Reporting Tool (IFB-B Business RequirementsSection9.4).

The second method of outage reporting occurs when the Contractor opens a troubleticket as a resultof network/system alarm or other method of service failureidentification. In each instance the Contractor shall open a trouble ticket using theTrouble Ticket Reporting Tool (IFB-B Business RequirementsSectionB.9.4) andmonitor and report to Customer until service is restored.

Within 90 calendar days of Contract award, the Contractor shall provide CALNET 3CMO with a detailed SLA Management Plan that describeshow the Contractor willmanage the Technical SLAs for services in this IFB. The SLAManagement plan shallprovide

processes and procedures to be implemented by the Contractor. The SLAManagement Plan shall define the following:

1.

Contractor SLA Manager and supporting staff responsibilities;

2.

Contractor’s process for measuring objectives foreach SLA. The process shallexplain how the Contractor will continuously monitor and measure SLAperformance to ensure compliance. The Contractor shall provide details describinghow and what will be measured. Details should include source of data and definethe points of measurement within the system, application, or network;

3.

Creation and delivery of SLA Reports (IFB-B Business RequirementsSection

B.9.5). The Contractor shall include a sample report in accordancewith IFB-BBusiness RequirementsSection

The Contractor shall adhere to the following general requirements which apply to allCALNET 3 Technical SLAs (Section6.1.3.8):

1.

With the exception of the Provisioning SLA, the total SLA rights and remedies foranygiven month shall not exceed the sum of 100 percent of the Total MonthlyRecurring Charges (TMRC). Services with usage charges shall apply the AverageDaily Usage Charge (ADUC) in addition to any applicable TMRC rights andremedies;

2.

If a circuit or service

fails to meet one (1) or more of the performance objectives,only the SLA with the largest monthly Rights and Remedies will be credited to theCustomer, per event;

The Definition, Measurement Process, Objectives, and Rights and Remedies shallapply to all services identified in each SLA. If a Category or Subcategory is listed inthe SLA, then all services under that Category or Subcategory are covered underthe SLA. Exceptions must be otherwise stated in the SLA;

5.

TMRC rights and remedies shall include the service, option(s), and feature(s)charges;

The Contractor shall proactively credit all rights and remedies to the Customerwithin 60 calendar days of the trouble resolution date on the trouble ticket or within60 calendar days of the Due Date on the Service Request for the ProvisioningSLA;

for same or similar services offered throughtariffs, online service guides, or other similarly situated government contracts(Federal, State, County,City),the State will be entitled to thesamerights and/orremedies therein. The Contractor shall present the SLAs to CALNET 3 CMO forpossible inclusion via amendments;

9.

The Contractor shall apply CALNET 3 SLAs and remedies to services provided ingeographic areas which the Contractorhas committed to

provide service.

;

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10.

The election by CALNET 3 CMO of any SLA remedy covered by this Contract shallnot exclude or limit CALNET 3 CMO's or any Customer's rights and remediesotherwise available within the Contract or at law or equity;

11.

The Contractor shall apply rights and remedies when a service fails to meet theSLA objective even when backup or protected services provide Customer withcontinuation of services;

12.

The Contractor shall act as the single point of contact in coordinating all entities tomeet the State’s needs for provisioning, maintenance, restoration and resolution ofservice issues or that of their Subcontractors, Affiliates or resellers under thisContract;

13.

The Customer Escalation Process (IFB-B Business RequirementsSectionB.3.4.2)and/or the CALNET 3 CMO Escalation Process (IFB-B Business RequirementsSectionB.3.4.1) shall be considered an additional right and remedy if theContractor fails to resolve service issues within the SLA objective(s);

andinclude start and stop time stamps in the Contractor’s Trouble Ticket Reporting Tool(IFB-B Business RequirementsSectionB.9.4) for each application of a SCC.

Note: The Glossary (SOW Appendix A) defines term “End-User” as the “individualwithin an Entity that is utilizing the feature or service provided under the Contract.”

Stop Clock Conditions are limited to the conditions listed in Table6.1.3.7.

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Table6.1.3.7

–

Stop Clock Conditions (SCC)

#

Stop ClockCondition (SCC)

SCC Definition

1

END-USERREQUEST

Periods when a restoration or testing effort is delayed at the specificrequest of the End-User. The SCC shall exist during the period theContractor was delayed, provided that the End-User’s request isdocumented and time stamped in the Contractor’s trouble ticket orService Request system and shows efforts are made to contact theEnd-User during the applicable Stop Clock period.

2

OBSERVATION

Time after a service has been restored but End-User request ticketis kept open for observation. If the service is later determined by theEnd-User to not have been restored, the Stop Clock shall continueuntil the time the End-User notifies the Contractor

that the Servicehas not been restored.

3

END-USER NOTAVAILABLE

Time after a service has been restored but End-User is not availableto verify that the Service is working. If the service is later determinedby the End-User to not have been restored, the Stop Clock shallapply only for the time period between Contractor’s reasonableattempt to notify the End-User that Contractor believes the servicehas been restored and the time the End-User notifies the Contractorthat the Service has not been restored.

4

WIRING

Restoration cannot be achieved because the problem hasbeenisolated to wiring that is not maintained by Contractor or any of itsSubcontractors or Affiliates. If it is later determined the wiring is notthe cause of failure, the SCC shall not apply.

5

POWER

Trouble caused by a power problem outside of the responsibility ofthe Contractor.

6

FACILITIES

Lack of building entrance Facilities or conduit structure that are theEnd-User’s responsibility to provide.

T

ACCbpp

Limited access or contact with End-User provided the Contractordocuments in the troubleticket several efforts to contact End-Userfor the following:

a.

Access necessary to correct the problem is not availablebecause access has not been arranged by site contact or End-User representative;

b.

Site contact refuses access to technician who displaysproperidentification;

Site has limited hours of business that directly impacts theContractor’s ability to resolve the problem.

If it is determined later that the cause of the problem was not at thesite in question, then the Access SCC shall not apply.

8

STAFF

Any problem or delay to the extent caused by End-User’s staff thatprevents or delays Contractor’s resolution of the problem. In suchevent, Contractor shall make a timely request to End-User staff tocorrect the problem or delay and document in trouble ticket.

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#

Stop ClockCondition (SCC)

SCC Definition

9

APPLICATION

End-User software applications that interfere with repair of thetrouble.

10

CPE

Repair/replacement of Customer Premise Equipment (CPE) notprovided by Contractor if the problem has

been isolated to the CPE.If determined laterthat the CPE was not the cause of the serviceoutage, the CPE SCC will not apply.

11

NO RESPONSE

Failure of the trouble ticket originator or responsible End-User toreturn a call from Contractor’s technician for on-line close-out oftrouble tickets afterthe Service has been restored as long asContractor can provide documentation in the trouble ticketsubstantiating the communication from Contractor’s technician.

12

MAINTENANCE

An outage directly related to any properly performed scheduledmaintenance or

upgrade scheduled for CALNET 3 service. Anysuch stop clock condition shall not extend beyond the scheduledperiod of the maintenance or upgrade. SLAs shall apply for anymaintenance caused outage beyond the scheduled maintenanceperiod. Outages occurring during a scheduled maintenance orupgrade period and not caused by the scheduled maintenance shallnot be subject to the Maintenance SCC.

13

THIRD PARTY

Any problem or delay caused by a third party not under the controlof Contractor, not preventableby Contractor, including, at aminimum, cable cuts not caused by the Contractor.

Contractor’sSubcontractors and Affiliates

shall be deemed to be under thecontrol of Contractor with respect to the equipment, services, orFacilities to be provided under this Contract.

is received by the Contractor from an outage-causing event or the opening of a troubleticket by a Customer, or the Contractor, whichever occurs first.Upon notification from theCustomer or application alarm, the Contractor shall compile a list for each End-User seat andfeature at theEnd-User location for tracking and reporting of SLA rights and remedies. Each seatandfeature

is deemed out of service from the first notification until

the Contractor determinesallEnd-Userseats and features

arerestored minus SCC. Anyseat orfeaturereported byEnd-User/Customer as not having been restored shall have the outage time adjusted to the actualrestoration time.

Service(s):

NBCC

Services

Objective (s):

The objective restoral time shall be:

Basic (B)

Standard (S)

Premier

(P)

Bidder'sObjectiveCommitment

(B, S or P)

NBCC

Service

≤6

hours

≤4

hours

≤2

hour

Rights andRemedies

Per Occurrence:20percent of the TMRCand two(2)days of ADUC, whenusage applies,for eachNBCC

alarm isreceived by the Contractor from an outage-causing event or the opening of a trouble ticket by theCustomer(s)

or Contractor, whichever occurs first. Upon notification from the Customer(s)

ornetwork alarm, the Contractor shall compile a list for each End-Userseat andservice

feature

affected by the common cause for tracking and reporting of the SLA rights and remedies. OutageDuration shall be measured on a per-End-Userseat andservice

feature

basis from informationrecorded from the network equipment/system or Customer reported trouble ticket. Each End-Userseat orservicefeatureis deemed out of service fromthe first notification until theContractor determines the End-Userseat orservicefeatureis restored. Any End-User servicereported by the End-User/Customer as not having been restored shall have the outage timeadjusted to the actual restoration time.

Service(s):

NBCC

Services

Objective (s):

The objective restoral time shall be:

Basic (B)

Standard (S)

Premier

(P)

Bidder’sObjectiveCommitment

(B, S or P)

NBCC

Services

≤1 hour

≤30 minutes

≤15 minutes

Rights andRemedies

Per Occurrence:100 percent of the TMRCandten (10)

days of ADUC whenusage appliesfor each End-User service not meeting the committed objective foreach CAT 2 fault.

The Outage Duration begins when a network alarm is received by theContractor from an outage-causing event or the opening of a trouble ticket by the Customer(s)

or Contractor, whichever occurs first. Upon notification from the Customer(s)

or network alarm,the Contractor shall compile a list for each End-Userseat andservicefeatureaffected byacommon cause. Outage Duration shall be measured on a per-End-Userseat andservicefeaturebasis from information recorded from the network equipment/system or trouble ticket.Each End-Userseat andservicefeatureis deemed out of service from the first notification untilthe Contractor determines the End-Userseat andservicefeatureis restored. Any End-Userservice reported by the End-User/Customer as not having been restored shall have the outagetime adjusted to the actual restoration time.

Service(s):

NBCC ACD

NBCC IVR

Objectives:

The objective restoral time shall be:

Basic (B)

Standard (S)

Premier (P)

Bidder’sObjectiveCommitment(B or P)

NBCC ACDand/or IVR

≤ 30 minutes

N/A

≤ 15 minutes

Ri ghts andRemedi es

Per Occurrence:

100 percent of t he TMRCandten (10)

days of ADUC, whenusage appliesfor each End-Userseat andservicefeaturenot meeting thecommitted objective for each CAT 3 fault.

A service failure that remains unresolved for more than the committed objectivelevel.

Measurement Process:This SLA is based on trouble ticket Unavailable Time.

Theseatorservicefeatureis unusable during the time the trouble ticket is reported as opened untilrestoration of the service, minus SCC. If Customer reports a service failure as unresolved afterthe closure of the trouble ticket by the Contractor, the Unavailable Time shall be adjusted to theactual restoration time.

Service(s):

NBCCServices

Objective (s):

The Unavailable Time objective shall not exceed:

Basic

(B)

Standard (S)

Premier

(P)

Bidder’sObjectiveCommitment

(B, S or P)

NBCCServices

16 hours

12 hours

8 hours

Ri ghts andRemedi es

Per Occurrence:100 percent of t he TMRCand t en (10)

days of ADUC, whenusage appliesfor eachseat andservicefeatureout of service for a period greaterthan the committed objective level.

Upon request from the Customer or the CALNET 3 CMO, the Contractor shallprovide

The Contractor notification to CALNET 3 CMO and designated stakeholders in theevent of a CAT 2 or CAT 3 failure, Contractor, Subcontractor or Affiliate network event, terroristactivity, threat of natural disaster, or actual natural disaster which results in a significant loss oftelecommunication services to CALNET 3 End-Users or has the potential to impact services in ageneral or statewide area. The State understands initial information regarding the nature of theoutage may be limited.

Measurement Process:

The Contractor shall adhere to the Network Outage Responserequirements (IFB-B Business RequirementsSectionB.3.3) and notify the CALNET 3 CMO anddesignated stakeholders for all CAT 2 and CAT 3 Outages or for network outages resulting in asignificant loss of service. Notification objectives will be based on the start time of the outagefailure determined by the opening of a trouble ticket or network alarm, whichever occurs first. Forevents based on information such as terrorist activity or natural disaster, the Contractor shallnotify CALNET 3 CMO and designated stakeholder when information is available.

Provisioning shall include new services, moves, adds and changes completed by theContractor on or before the due dates. The Provisioning SLA shall be based on committedinstallation intervals established in this SLA or due dates negotiated between Customer andContractor documented on theContractor’s order confirmation notification or Contracted ServiceProject Work SOW in accordance with IFB Section B.2.5.4 #7 (Provisioning and Implementation).The Contractor shall meet the committed interval dates or due date negotiated with the Customer.If the Customer agrees to a negotiated due date, the negotiated due date supersedes thecommitted interval. At the Customer’s discretion,ifthe scope of the Service Request(s) meets theCoordinated or Managed Project criteria, negotiated due dates will be established anddocumented in the Project Schedule perIFB-B Business RequirementsSectionB.6

Objective 1: Individual Service Request:Install intervals are based on the committed installationintervals established in this SLA or due dates negotiated between Customer and Contractor. Thisobjective requires the Contractor to meet the due date for each individual Service Request.

Objective 2:Successful Install Monthly Percentage per service Type: The Contractor shall sum allindividual Service Requests per service, as listed below, meeting the objective in themeasurement period (per month) and divide

by the sum of all individual Service Requests due perservice in the measurement period and multiply by 100 to equal the percentage of ServiceRequests installed on time. The Contractor must meet or exceed the objective below in order toavoid the rights

and remedies.

Service (Features must be installed inconjunction with the service except whenlisted below)

CommittedIntervalCalendarDays

Coordinated/Managed Project

NBCC

Services

N/A

Coordinated/Managed Project

State of California

IFBSTPD12-001-B

Statewide Technology

Procurement

Division

SOW Technical Requirements

07/10/13

Subcategory6.1 Hosted IVR/ACD

Page42

Objective (s):

Objective 1:Individual Service Request: Service installed on or before the Committed Interval ornegotiated due date.

percent of the installation fee credited to Customer for all ServiceRequests (per service type) that did not complete on time during the month if theSuccessful Install Monthly Percentage is below the committed objective.

for eachunsolicited offering determined by the CALNET 3 CMO not to be a featureof a service or a component of an unbundled service identified in thetechnical requirements. SLA tables shall be amended after Contract awardto include all new unsolicited services.